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All Outputs (2)

Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees (2009)
Journal Article
Thirkell, P., Rod, M., Ashill, N. J., & Carruthers, J. (2009). Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees. Journal of Services Marketing, 23(5), 338-350. https://doi.org/10.1108/08876040910973440

Purpose - This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on se... Read More about Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees.

An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study (2009)
Journal Article
Shao, J., Rod, M., Ashill, N. J., & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence and Planning, 27(1), 103-126. https://doi.org/10.1108/02634500910928344

Purpose - The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.... Read More about An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study.